Senior Engineer- Product Support

Job Description

Senior Engineer- Product Support Location: BangaloreReports to: Associate Director Product Support About LeadSquared: One of the fastest growing SaaS companies in the CRM space, LeadSquared empowers organizations with the power of automation. More than 1700 customers with 2 lakhs+ users across the globe utilize the LeadSquared platform to automate their sales and marketing processes and run high velocity sales at scale.We are backed by prominent investors such as Stakeboat Capital, and Gaja Capital to name a few. We are expanding rapidly and our 1300+ strong and still growing workforce is spread across India, the U.S, Middle East, ASEAN, ANZ, and South Africa. Among Top 50 fastest growing tech companies in India as per Deloitte Fast 50 programs Frost and Sullivans 2019 Marketing Automation Company of the Year award Among Top 100 fastest growing companies in FT 1000: High-Growth Companies Asia-Pacific Listed as Top Rates Product on G2Crowd, GetApp and TrustRadiusWhat you will be doing? The Product Support at LeadSquared is a critical element of our future success. We are looking for people who love the job of making customers happy, who love making customers successful and who can understand the pain of customers. We are looking for a long run relationship and one who is committed & takes complete ownership with top-notch customer handling skills, technical understanding.The Role is to manage a small team of Product Support Engineers who are responsible to deliver high quality support to technical and non-technical users of LeadSquared through email, phone and documentation.Roles & Responsibilities: Taking ownership of customer issues reported and seeing problems through to resolution Researching, diagnosing, troubleshooting and identifying solutions to resolve customer issues in using LeadSquared. Ask customers targeted questions to quickly understand the root of the problem. Resolving all customer issues in time bound manner. Comply with the SLA for issue resolution. Onboarding new customers: Providing Admin and User trainings e.t.c (over web and in-person). Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue. Work closely with technical teams to enhance the quality of existing products. Manage and monitor customers expectations. Help in keeping customers extremely satisfied and thereby contributing to customer retention.Key Requirements: 2+ years of experience in supporting supporting web based software platforms SaaS for North American and Indian customers Proven ability to troubleshoot software, understand customer requirements & workflow and resolve more advanced issues working within escalation procedures. Good understanding of API, Webhooks, Connectors. Good to have the understanding on at least one of the programming languages (PHP, Java, Python). Operational support experience - the ability to capture the user environment during trouble shooting & work towards speedy and accurate resolutions for client issues. Excellent problem-solving, strong written & verbal communication and documentation skills Obsessed with customer support and delighting the customers. Contribute to developing technical content and IPs such as knowledge base articles, sample scripts, proof of concept, diagnostic tools. Need to work in the 24/7 ShiftWhy Should You Apply? Fast paced environment Accelerated Growth & Rewards Easily approachable management Work with the best minds and industry leaders Flexible work timingsInterested?If this role sounds like you, then apply with us! You have plenty of room for growth at LeadSquared.